Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a line of credit with this organization.
  
  They said it was interest free. I was CENTS short on my payments as I entered the wrong amount and I received a call after 3 months stating that my amount owing is thousands more due to me not paying in full on time. I was promised by the representative that we would come to a resolution and shortly after my debt was sent to collections. Now I have *** litigations *********** to garnish my wages and a poor credit score. I feel cheated and wronged by this company.

  Business Response

  Date: 07/04/2025

  Dear Better Business Bureau,
  
  Regarding complaint number ********, concerning their Flexiti account , we would like to provide the following information.
  
  Our records indicate that the customer missed 14 payments on the aforementioned account. Due to prolonged non-payment, the account has been transferred to a third-party collection agency.
  
  For all inquiries and resolutions related to this account, the customer is advised to contact ***  directly at ************.
  
  Thank you for your attention to this matter.
  
  Sincerely,
  Flexiti Financial
  
  

  Customer Answer

  Date: 07/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  I was told the extra fees and charges i had would be investigated, however no one has reached back out to me with a resolution to the extra fees i did not agree upon in my contract. the third party collectors you had hired are **** ******* who are actively *********** me. 
  
  Sincerely,
  
  
  
  ******* ******

  Business Response

  Date: 08/04/2025

  For all inquiries and resolutions related to this account, the customer is advised to contact ***  directly at ************.

• Initial Complaint

  Date:27/03/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, My name is **** ****,
  
  I am writing to formally express my dissatisfaction with Flexiti’s handling of my account, citing *****************, poor communication, and significant inconvenience.
  
  On March 22, 2025, I applied for and was approved for a Flexiti account in-store, providing the required identification. I proceeded with a furniture purchase and scheduled delivery for March 27, 2025. However, on March 26, I discovered—without prior notice—that my account had been blocked due to pending document verification. Despite promptly submitting the requested documents and updating my address, my scheduled delivery was halted by the furniture store at Flexiti’s request. This caused major disruption, as I had taken time off work and arranged for concierge access.
  
  
  
  When I contacted Flexiti, I faced further delays and redundant document requests, despite prior verification. I was also informed that I could not directly contact the head office to expedite the process, exacerbating the frustration. It is unacceptable that Flexiti had an entire business week to review my documents but failed to act, leaving me to repeatedly follow up with customer service, which offered no meaningful resolution.
  
  
  
  As of now, I am still being told to wait an additional two business days for verification, despite all necessary information being confirmed via phone and email. This situation could have been resolved simply by contacting the furniture store to proceed with delivery.
  
  I am extremely disappointed by this experience. The lack of communication and efficiency has caused undue stress and inconvenience. Based on this, I would not recommend Flexiti to others. I trust you will review this matter and take corrective action to prevent similar issues for future customers.
  
  Thank You for your time.
  
  Regards
  
  **** ****

  Business Response

  Date: 28/03/2025

  Dear BBB,

  Customer has contacted us directly after this complaint and was responded to as such:

  I understand your frustration with the delay, and I sincerely apologize for the inconvenience this has caused.
  
  Please know that we are working to resolve this as quickly as possible. The current delay is due to our standard verification process for required documents. This step is essential to ensure the security and accuracy of your account, and it is a process that must be completed before we can proceed with the next steps.
  
  Unfortunately, my department does not have the ability to expedite this specific verification stage, as it is handled by a separate team following strict regulatory guidelines. However, I want to assure you that we are monitoring the progress and will notify you as soon as the verification is complete.
  
  Thank you for your patience and understanding. We appreciate your cooperation during this process. 

• Initial Complaint

  Date:27/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing so something can be done about flexity and their coordination with ***** ****** insurance to fleece people who sign up for non interest payments for purchases. I bought a TV and paid in full before the expiration of the plan. To my shock, I found that an extra $181.08 was charged as insurance. This was not mentioned to me at purchase, just snuck in and allowed to increase over time. I hope to get a refund for this and I wish something can be done so companies like Flexiti and insurers line ***** ****** stop ******** from hard working people

  Business Response

  Date: 28/03/2025

  Dear ******,
  Thank you for reaching out to us. We understand your concerns regarding the insurance charges on your account and we want to provide clarity on this matter.
  
  We recognize that dealing with insurance can sometimes be confusing, and we appreciate you bringing this to our attention. We want to explain that the insurance on your account is provided by ***** ****** Insurance Company (***), a third-party provider. Flexiti does not have the authority to add or remove insurance from your account.
  
  Our records indicate that you were informed about these insurance charges during your call on December 9, 2022, at 1:56 PM, and again on August 8, 2023, at 3:03 PM. The insurance was selected at the time of your purchase on October 15, 2022, at the *****s store in Regina. We understand that circumstances can change, but during those previous interactions, there was no request to cancel the insurance. Additionally, you have utilized the insurance service for over two years.
  
  Therefore, any requests for credit or adjustments related to the Simply Secure Payment Protection™ should be directed to ***. They are the appropriate party to address your concerns regarding this insurance product.
  
  To inquire about your insurance or discuss any potential credit requests, please contact ***** ****** Insurance Company and ***** ****** Life Insurance Company at 1-************ between 8 AM and 5 PM (MT), or via email at **********@********************.ca.
  
  We hope this clarifies the situation. We value you as a customer and want to ensure you have the correct information to address your concerns with the appropriate provider.
  
  Sincerely,
  
  Daniela

• Initial Complaint

  Date:27/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Opted out of paper statements over a year ago and I am still being charged $3 a statement. Also being charged an annual fee on a no interest equal payment plan which had an upfront administration fee. Also now trying to change interest on these fees.
  
  **** ***** **** * *** ****. And there customer service people skirt around the issues without giving a clear explanation.

  Business Response

  Date: 28/03/2025

  Dear *******,
  
  Thank you for contacting us.

  We understand your concerns regarding the paper statement fees, the interest and the annual fee on your account. We appreciate you bringing this to our attention.
  
  We want to clarify a few points to ensure you have all the information.

  We see that you were informed on March 27, 2025, that the paper statement fees had been credited back to your account. We apologize for any confusion or inconvenience these fees may have caused.
  
  Regarding the email statements, our records indicate that you consented to receive email statements on March 19, 2025. We appreciate you opting for this convenient and environmentally friendly option.
  
  We understand you also have questions about the annual fee. We want to explain that the annual fee is part of the cardholder agreement and is disclosed at the time of purchase. It is important to note that annual fees are:
  Charged on the date of your first purchase, not at the time of approval.
  Charged each year on the anniversary of your first purchase.
  Only charged when there is an outstanding balance on your account.

  Regarding the few cents of interest charged, it was due to the unpaid annual fee.

  We hope this information helps clarify the charges on your account. We value you as a customer and want to ensure you have a clear understanding of your account details.

  If you have any further questions or require additional assistance, please do not hesitate to reach out to us.
  
  Sincerely,

  Daniela

• Initial Complaint

  Date:20/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased some products from the ***** towards the end of November 2024 and signed up for their no interest no payment plan for 12 months. Unfortunately, this happened to be during the ****** **** strike. I did not receive my credit card information in the mail or any statements until after I had already, unknowingly, missed a payment. I made my first 2 months payments unfortunately late due to the strike and not having the appropriate information. They then proceeded to cancel my no interest no payment offer and are now charging me 34.99% interest rate for the duration of my loan. I called them to have this sorted out and they refused to help and told me that this was a "system thing" and the system will automatically discontinue the introductory offer if there are 2 missed payments.

  Business Response

  Date: 21/03/2025

  Good afternoon,

  I was in contact with Nicole and the issue has been resolved.

  Regards,

  ******* 

• Initial Complaint

  Date:17/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint against FLEXITI FINANCIAL regarding their unfair and ********* practices in handling my deferred payments plan. Without any prior notice, email, or alert, they abruptly dismissed my deferred payments agreement, causing significant financial hardship and unexpected charges.
  
  I enrolled in the deferred payments plan with FLEXITI FINANCIAL on different dates which are due in late 2025. I missed one payment in Feb 2025, However, without any notification, I recently discovered that the plan had been canceled, and I was charged late fees, penalties, interest and have to pay the full amount.
  
  Upon contacting their customer service, A customer service representative transfer my call to some supervisor and he ****** told me that it's customer responsibility to remember their payments, we don't send any notifications and when you signed the contract 4 years ago you should remember all clause written in contract which states that if you missed 2 payments, flexiti will cancel all your deferred payments and you have to pay the full balance. I don't even recall when I missed the first payment.
  All other financial institutions they send you messages, emails, or any other sort of reminder to inform you about missing payment consequences but Flexiti, they didn't send a single note.
  And now They are forcing me to pay $7700 including unethical extra charges which causing a lot of mental stress.
  
  I request that FLEXITI FINANCIAL take immediate corrective action, including:
  
  • Reinstating the deferred payments plan as originally agreed.
  • Providing a clear explanation as to why the plan was canceled without prior notice.
  
  I kindly ask the Better Business Bureau to investigate this matter and take appropriate action to ensure FLEXITI FINANCIAL complies with fair consumer practices.
  
  Thank you for your attention to this matter. Please let me know if you require any additional information. I appreciate your assistance in resolving this issue.

  Business Response

  Date: 19/03/2025

  Issued resolved 03/19/2025.

  Regards,

  Daniela

   

• Initial Complaint

  Date:11/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 30 2024, ai bought a mattress and some accessories at *** ***** ******* ****** ****. The total was $3442.39 with an admin fee for $99. The plan selected was a 19l8 month deferred payment plan with accrued interest. The expiration date of said plan is December 30, 2025. I was preparing to pay the total when I accesed my account and saw the balance had increased to $3985.36 this is an extra $542.97 dollars than the amount that was originally agreed upon. I contacted customer service and was told that I had an insurance, which I never agreed upon. The name of the insurance is ****** ******. I requested to speak with a manager and was ****** informed there was nothing to be done. I have the first email from Flexiti stating the following:
  
  ****** ******** balance protection insurance3
  
  Not Selected
  
  Looking back on my emails I saw an email that got sent to spam because of the subject stating ****** ******™ Insurance Certificate it was never clear this is an email from Flexiti. I was never told there would be a surcharge or I would have chosen a different financial institution. I believe it's extremely abusive towards consumers to force them on an insurance without even asking for a signature. As I mentioned to the customer service representative, * ******* **** ** * ********** ******* ***** I never signed up for any insurance and would like the full amount deducted from my debt.

  Business Response

  Date: 13/03/2025

  Dear ***** ********** *******,
  I am writing to follow up regarding your BBB case.
  I have contacted the insurance company on your behalf. They have agreed to refund you the total amount charged to your account of $456.39.
  We appreciate your patience as we worked to resolve this matter.
  Sincerely,
  
  *******

• Initial Complaint

  Date:25/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi there,
  In September 2024 I made an online purchase that was financed by Flexiti Financial. In order to complete the purchase I had to provide my bank details for auto payments (obviously). I've since received numerous calls daily, and letters in the mail the account is in arrears. I tried e-mailing and calling but cannot get through. (*** ********) In order to mitigate the loss until I could connect with a C/S agent I made a payment through my bank. This has affected my credit and reputation as a good payor. I can't reconcile how Flexiti failed to process pre-auth payments, nor how (as per letter) dated Feb 11, 2025 they still claim I am in arrears. I've ******** proof of payment, e-mail correspondence and call logs to validate my efforts. I would appreciate, because I don't have time to keep after them for BBB to intervene. How is it that I made payment via my bank, and they continue to send me letters I am in default. Thank you,

  Business Response

  Date: 26/02/2025

  Dear ********,
  
  I am writing to
  address the issues you've experienced with your Flexiti account and the
  misinformation you received by the merchant.
  
  As a Prime card
  holder, you are unable to set up Pre-Authorized Debit (PAD) payments, even if
  you add your banking information to the customer portal. This means that
  payments will not be debited automatically on specified dates. Our records show
  that we never received your banking information, nor did you add it to your
  online portal, therefore would be impossible for us to withdraw the payments.
  
  Regarding collection
  calls made to you, there are a total of 4 calls on your account from December
  11, 2024, to February 5th, 2025.
  Your account is in
  arrears, you were on a financed equal monthly payment plan which required a
  monthly payment to keep your account in good standing, you did not honor this.’
  We understand that
  you were informed by a Flexiti agent on December 11, 2024, that online banking
  was your only payment option. Knowing this you have only made one payment since
  then and have missed three payments in total. As a result, your account status
  has been changed to revoked for delinquencies on your account.
  
  Sincerely,
  
  Flexiti

  Customer Answer

  Date: 26/02/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: their response is untrue. My account is not in arrears, they want to revoke my account why? There was miscommunication and their response is to cancel my account. So, what does that mean? Am I therefore not obligated to make any further payments? Do they want to take this to court or do they want to be reasonable and come to an amicable resolution? 
  
  
  
  Sincerely,
  
  
  
  ******* *********

  Business Response

  Date: 07/03/2025

  Contacted customer, we agreed on a resolution.

  Customer Answer

  Date: 17/04/2025

  I'm sorry for the delay in responding, I was involved in an accident and finally getting back to a daily routine. I notice the response and somewhat agree. I did get a call from flexiti and we discussed an amicable solution which I complied with however I did not get a call back from the individual at flexiti once payment was made. I was also told they would correct the negativer info they put on my credit bureau but again, I haven't had that confirmation call. Is it possible to reopen the file and have the representative from flexiti call me as agreed. Kind regards, *******

  Business Response

  Date: 17/04/2025

  The customer has been contacted and issue has been resolved.

• Initial Complaint

  Date:10/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made an overpayment on my credit card and I was informed that I would receive a refund for the amount $1,580.31 on January 15th 2025 which was the positive balance shown on the statement email I received on January 23rd 2025.
  
  Flexiti sent me an email with a link to click on that would take me to my bank account so I can enter my information and I would then receive a refund within the next 10-14 business days. Today is the 17th business day from when I initially sent the banking information.
  
  I called back and asked about what happened and they just sent me to same link once again and asked me to resubmit the information once again and wait another 10-14 business days to receive my refund. That would then mark 32 business days at the latest before I can possibly receive my refund.

  Business Response

  Date: 18/02/2025

  Customer overpaid his account by $1580.31, this payment was paid by check, checks in the amount of $1000-$2499 are held for 10 business days, once the check was released, we immediately proceeded to the credit refund process. Customer sent in his banking information and was advised by email the the funds will be deposited in his account before or on March 9, 2025. These are our company procedures.

  Customer Answer

  Date: 18/02/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:03/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July 2024 I was ******* via a "parking ticket" ****. Immediately (within 3 minutes) my husbands **** (that I used to pay the ticket) had a $9000.00 payment on it. **** was contacted and both our ****'s were cancelled and the charge reversed. I didn't think about it again. One month later I received mail via ****** **** from Flexiti Financial that I owed $5000. I looked them up and called the number online. They asked for my account number and I advised I didn't have one. They then asked for my Drivers License I said no, they then asked for my Passport number I said no. When I pressed them for information on where and when this charge occurred they indicated I had spend $5000 at ******* Store (the day our **** was compromised). I advised I had been a victim of fraud and I did not sigh up for the account. They stated they would look into it. In September 2024 I received a second letter via ****** **** mail stating I still owed the money. I called again and they stated I needed to create an online account to access my information and pay the outstanding balance. I did not create an account assuming this was further fraud. After the September mail via ****** **** I did not receive any further correspondence. Today February 1st I see in my email that there has been monthly email communications (to junk mail) that my "Flexiti Account" needs attention. Another email states I need to pay my bill which is now showing as $6605.21. I submitted a complaint to Fraud and Cyber Crime Reporting Center.

  Business Response

  Date: 13/02/2025

  Hi *****, 

  Thank you for the contact and context of the issue. We can see that your account was closed off as a result of Fraud on January 31st. A member of our team will send you a separate email to the email address within this compliant advising of case closure. 
  
  
  Thank you, 
  **** ****** 
  Flexiti Account Services